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Signing In and Your Status

Signing in opens the workspace in an environment, ready to take contacts. Your status then decides whether new contacts are offered to you. Only a status that counts as available brings in new work, so setting it correctly at the start and end of a shift matters more than anything else on this page.

Before You Start​

  • You need a NeonNow account in an organisation that uses Agentic. Your administrator invites you. See Inviting Users.
  • Get the workspace web address from your administrator.
  • For calls, use a headset with a microphone, and allow microphone access when the browser asks for it.

Signing In​

  1. Open the workspace address in your browser.
  2. Enter your Email and Password, then select Sign In.
  3. If you belong to more than one organisation, choose one on the Select an Organisation screen. Tick Remember the last Organisation I managed to skip this screen next time.

The workspace opens in the environment you used last. The first time, it opens in the first environment available to you.

If you've forgotten your password, select Forgot Password? on the sign-in screen. See Forgot Password.

If You're Signed Out Automatically​

For security, the workspace sometimes signs you out automatically. When it does, a We've Signed You Out message appears. Select Sign In and sign in again.

Choosing an Environment​

The header shows the name of the environment you're working in, with a badge for its type: Production, UAT or Sandbox. You only receive contacts from this environment.

  1. Select the environment name in the header.
  2. Choose another environment from the list. A tick marks the one that's open.

The workspace remembers your choice for next time. When your organisation has only one environment, the environment name can't be selected. See Environment for why organisations keep separate environments.

Setting Your Status​

Your status sits in the header, next to your profile picture. A coloured dot shows what it means:

DotMeaning
GreenAvailable. New contacts are offered to you.
AmberAway, for example on a break. No new contacts are offered.
GreyOffline. No new contacts are offered.

To change it:

  1. Select your status in the header.
  2. Choose a status from the list.

The names in the list, such as "Available", "Break" or "Lunch", are set by your administrator, so yours may differ.

A preference can set your status for you each time the workspace connects, and another can switch you to away after a period without activity. See Default Status and Auto-Away.

Signing Out​

  1. Set your status to Offline, so no new contacts are offered to you once you've left.
  2. Select your profile picture in the header.
  3. Select Sign Out.

Troubleshooting​

"Telephony isn't configured yet"​

This screen replaces the workspace when calls and messaging haven't been set up for the environment. There's nothing to fix from the workspace. Ask your administrator to finish the Twilio connection in the Admin app. The Open Admin App button on this screen is for administrators.

"Your workspace isn't ready yet"​

Your organisation doesn't have Agentic set up yet, so there's no environment to open. Ask your administrator to set it up. Once they have, the workspace opens here.

"Twilio Workspace connection failed"​

The workspace couldn't connect to the telephony provider. Select Reload. If the message comes back, tell your administrator and include the detail shown at the end of the message.

Your Organisation Isn't Listed​

On the Select an Organisation screen, check you signed in with the right account. If you did, select Sign Out and ask your administrator to invite you. If you aren't in any organisation, a screen says so and suggests contacting an administrator.

Your Status Can't Be Changed​

The status button is unavailable, or shows Not connected, while the workspace is still connecting. Wait a moment. If Failed to update your status. Please try again. appears, choose the status again. If it keeps failing, reload the page.

There's No Available Status in the List​

Without a status that counts as available, no contacts can be offered to you. Ask your administrator to add one. Administrators set this up under Routing.